Head – IT Support Services

Job Summary:

The Head – IT Support Services will be responsible for overseeing the IT service desk, end-user support, and IT operations for a leading real estate company. This role requires strong leadership, technical expertise, and a customer-centric approach to ensure seamless IT support for employees, stakeholders, and business operations. The ideal candidate will drive IT service excellence, implement best practices, and enhance operational efficiency across the organization.

Key Responsibilities:

• Develop and implement IT support strategies to enhance service delivery and user experience.
• Oversee IT service desk operations, ensuring timely resolution of technical issues.
• Establish and enforce IT service management (ITSM) frameworks, including incident, problem, and change management.
• Monitor IT support performance, KPIs, and service level agreements (SLAs).
• Implement automation and self-service tools to improve efficiency and reduce downtime.
• Manage IT assets, software licensing, and procurement for end-user computing.
• Ensure cybersecurity best practices in IT support services, including endpoint security.
• Develop and maintain disaster recovery and business continuity plans for IT support.
• Lead, mentor, and develop an IT support team to deliver high-quality service.
• Collaborate with IT infrastructure, applications, and business teams to align IT support with company goals.

Key Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 12+ years of experience in IT support services, with at least 5 years in a leadership role.
• Strong knowledge of IT service management (ITSM) frameworks such as ITIL.
• Experience in managing enterprise IT support operations for a large organization.
• Expertise in end-user computing, IT helpdesk tools, and remote support technologies.
• Strong problem-solving, communication, and leadership skills.
• Ability to drive continuous improvement and implement innovative IT support solutions.
• Knowledge of cybersecurity principles and compliance standards.

Preferred Qualifications:

• ITIL, PMP, or Microsoft Certified: Modern Desktop Administrator Associate certification.
• Experience in the real estate or property management sector.
• Familiarity with ERP systems and cloud-based IT support solutions.

Compensation & Benefits:

• Competitive salary and performance-based incentives.
• Health and insurance benefits.
• Career development and training opportunities.
• Relocation assistance (if applicable).

If you are a results-driven IT support leader with a passion for service excellence, we invite you to apply and contribute to the success of our real estate business in Dubai.